Refund policy
Returns & Exchanges Policy
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Your legal rights come first This policy is in addition to, and does not replace, your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. |
Change-of-mind returns
Safira Jewellery offers 14-day change-of-mind return period for eligible products. You must contact us within 14 days of receiving your order and wait for return instructions before sending the item.
To be eligible for a change-of-mind return, the item must be unused, unworn, unaltered and in its original saleable condition, with all original packaging and any tags or protective materials intact. Proof of purchase is required.
For an approved change-of-mind return, the customer is responsible for return shipping and the risk of the parcel until it reaches us. We recommend using a tracked service. Original shipping charges are not refundable unless required by law or the return resulted from our error.
Items not eligible for change-of-mind return
- Earrings, where the hygiene seal, protective packaging or presentation has been opened, removed or compromised.
- Sale or clearance items.
- Items that have been worn, damaged, altered, engraved or otherwise personalised.
- Gift cards, if offered, except where required by law.
These exclusions apply only to change-of-mind returns. They do not apply where a product is faulty, unsafe, materially different from its description or otherwise fails to meet a guarantee under the Consumer Guarantees Act 1993.
Exchanges
Eligible exchanges are subject to stock availability. If the requested replacement is unavailable, we may offer another product, store credit or a refund where appropriate. You do not have to accept store credit as a remedy where New Zealand consumer law entitles you to a refund.
Earring Hygiene Policy
For hygiene reasons, earrings cannot be returned or exchanged for change of mind once their hygiene seal, protective packaging or presentation has been opened, removed or compromised. Unopened earrings may be eligible for return within the 14-day change-of-mind period if all other return conditions are met.
This hygiene restriction does not apply where earrings are faulty, unsafe, materially different from their description, incorrectly supplied or otherwise fail to meet a guarantee under the Consumer Guarantees Act 1993. Please contact us before returning earrings so we can provide safe handling instructions.
Faulty, damaged or incorrect products
If your item is faulty, arrives damaged, is materially different from its description, or the wrong item was supplied, please contact us at support@safirajewellery.co.nz with your order number, a description of the issue and photographs where reasonably available.
Depending on the nature of the problem and your rights under the Consumer Guarantees Act 1993, the appropriate remedy may be repair, replacement, refund or compensation. Remedies for qualifying failures will be provided at no charge and within a reasonable time. We will also cover reasonable return costs where required by law.
Refunds
Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method. Processing times depend on your bank or payment provider. We do not require customers to accept store credit where the Consumer Guarantees Act entitles them to another remedy.
How to request a return
- Email support@safirajewellery.co.nz with your order number and reason for the request.
- Wait for return instructions and confirmation of the return address.
- Pack the item securely with its original packaging and proof of purchase.
- Send the parcel using a tracked service where you are responsible for return shipping.
Cancellation Policy
If you wish to cancel or change an order, contact support@safirajewellery.co.nz as soon as possible with your order number. We will try to accommodate your request before fulfilment or dispatch begins, but cancellation or changes cannot be guaranteed.
Before dispatch
If we can stop the order before dispatch, we will cancel it and refund the amount paid to the original payment method. Any payment-provider processing time is outside our direct control.
After dispatch
Once an order has been dispatched, it cannot be cancelled in transit. You may request an eligible change-of-mind return after delivery under our Returns & Exchanges Policy. Return shipping and non-refundable original shipping costs may apply.
Cancellation by Safira Jewellery
We may cancel all or part of an order before dispatch if stock is unavailable, there is an obvious pricing or description error, payment is not authorised, fraud is suspected, or we cannot fulfil the order on the stated terms. We will notify you and refund the amount paid for the cancelled item or order.
Consumer law
Nothing in this policy limits any cancellation, rejection, refund or other remedy available under the Consumer Guarantees Act 1993 or other applicable New Zealand law.